What's New — July 16, 2025

This release moves your analytics from observation to action. Gain deeper context on every chart with historical comparisons and KPI benchmarks, and connect your findings to the rest of your tech stack with powerful new webhook automations. It's now easier than ever to not only identify performance trends but also to manage team workflows and integrate quality data across your entire organization.

Executive Summary

Advanced Charting Capabilities — Visualize performance against previous periods and KPI targets, compare metrics on different scales in a single chart, and group analytics by customer to see your most impactful accounts.

Webhook Automations — Automatically push conversation data, scores, and summaries to external systems like CRMs, ticketing platforms, or data warehouses in real time whenever an automation rule is triggered.

Agent Dispute Limits — Set a monthly cap on how many score disputes each agent can submit, giving you control over QA workloads and ensuring your team focuses on the most meaningful reviews.

Highlights

Advanced Charting — Visualize Trends, Compare Metrics, and Track KPIs

Dashboards are no longer just a static snapshot of your data. You now have a powerful set of tools to add historical context, track against goals, and compare different types of metrics in a single view, turning every chart into a dynamic analysis tool.

▸ Instantly spot trends: A new "shadow" overlay on charts automatically compares your current data to a previous period (like last month or last year), so you can see performance changes at a glance.

▸ Measure against goals: Add custom benchmark or KPI lines to any chart. Now you can immediately see if metrics like Quality Score or AHT are meeting, exceeding, or falling short of your targets.

▸ Compare different metrics: Use dual Y-axes to plot two datasets with different units on the same chart. For example, you can now overlay conversation volume (a count) with total cost (currency) to visualize their relationship.

▸ Identify top customers: A new "Group by Customer" option lets you see which accounts are driving the most conversations or cost, helping you focus resources where they matter most.

• Before: To compare trends, you had to switch date ranges and remember previous values. To compare different metrics like cost vs. volume, you needed two separate charts.
• After: You can see period-over-period comparisons, KPI benchmarks, and dual-axis metrics all on a single, interactive chart.
• In practice: A QA Manager edits the main quality dashboard, adding an 85% benchmark line to the Quality Score chart and enabling month-over-month comparison to instantly show the leadership team how performance is tracking against both targets and historical trends.

Get started: Period comparison is enabled by default. To configure it, or to add benchmarks and dual axes, open any chart in expert/edit mode and explore the new options.

Webhook Automations — Connect Ender Turing to Your Entire Workflow

Your conversation intelligence data is most powerful when it’s connected to the tools your teams use every day. With the new Webhook action, you can automatically send real-time data from Ender Turing to virtually any other platform in your tech stack.

▸ Break down data silos: Push conversation details, QA scores, topics, and summaries to external systems like your CRM, helpdesk, data warehouse, or even a Slack channel the moment an automation rule is triggered.

▸ Automate cross-platform workflows: Eliminate manual data entry and export/import routines. Automatically create a ticket in Zendesk, update a customer record in Salesforce, or log a failed evaluation in an external database.

▸ Build with flexibility: Set up integrations in minutes with no code required. You have full control over the target URL, authentication method, and which data points are included in the webhook payload.

• Before: Getting data into other systems required manual CSV exports or relying on email notifications.
• After: You can create an automation rule that pushes structured JSON data to any webhook-enabled service in real time.
• In practice: An administrator sets up an automation to send a webhook to Zapier whenever a conversation receives a QA score below 60%, automatically creating a task in their project management tool for a team lead to review.

Get started: Navigate to Automations, and when creating or editing a rule, select the new Webhook action. Configure the URL, authentication, and payload to match your target system.

Dispute Limits — Keep QA Queues Focused and Manageable

While agent disputes are a vital part of a healthy feedback culture, an excessive volume can overwhelm your QA team and distract from high-priority reviews. You can now set a configurable monthly limit on disputes to keep volumes manageable.

▸ Control dispute volume: Prevent your QA queue from being flooded by setting a monthly cap on the number of disputes an individual agent can initiate. The default is 10 per month, but you can adjust it to fit your program's needs.

▸ Focus on what matters: With a limit in place, agents are encouraged to be more selective, disputing the evaluations that are most impactful or where they feel the strongest need for a second look.

▸ Maintain full flexibility: The dispute limit is fully optional. You can change the cap at any time or disable it entirely by setting the value to -1, giving you complete control over your quality workflow.

• Before: Agents could submit an unlimited number of disputes, which could lead to unmanageable backlogs for the QA team.
• After: Agents see their remaining dispute quota for the month and are prevented from submitting more once the limit is reached, ensuring a predictable workload for reviewers.
• In practice: A QA Manager, noticing that a few agents are disputing over 50% of their scores, sets the monthly limit to 15. This immediately reduces the dispute queue and allows the QA team to provide more thorough feedback on the remaining disputes.

Get started: Navigate to Settings and find the Dispute Limit per Agent field to set your desired monthly cap.

Improvements

▸ Track user adoption with Last Login data — You can now see when each user last logged into the platform directly from the Manage Users page. A new "Last Login" column helps you quickly identify inactive accounts for license management and monitor team engagement.

▸ Get more context in email notifications — Email alerts for conversations now include key insights like AI-generated summaries, detected topics, and QA scores (when available). This helps you decide which conversations need immediate attention without having to leave your inbox.

▸ Reliable conversation exports from any view — You can once again reliably export filtered conversation lists directly from the All Conversations page. The download button now functions as expected, restoring this key workflow for offline analysis and reporting.

▸ More robust Zendesk integration — The connection to Zendesk is now more resilient. It provides clearer, more specific error messages for issues like expired credentials or permission problems, making troubleshooting faster and reducing unexpected data flow interruptions.

Fixes

▸ The filter menus in Funnels and Analytics have been streamlined to hide irrelevant options, making configuration cleaner and more intuitive.

▸ Icons and drag-and-drop handles in the C-Level dashboard sidebar now display correctly, improving the experience of organizing executive dashboards.